The Joy of Membership Podcast

A lot of people think that member experience is comprised of the specific member benefits that an organization offers. While that is indeed part of it, member experience is more about the sum total of all interactions a member has with your organization. This includes everything from the moment they first hear about your program, through the joining process, into participating in what you offer, and continuing right on into the renewal decision.

Every interaction that your organization has (or doesn't have) with someone becomes part of their experience. These tiny little moments may be things that an organization isn't even thinking about, or wouldn't notice, but the member does notice... and those moments build over time to make a difference in whether they stay or go. 

That's the topic of this week's show, plus Joy shares where the podcast is going in 2022.

Connect with Joy:

Website:
joyofmembership.com
journeycare.app

CAREpoints Series Training:
Hosted live every Thursday, Noon Central
journeycare.app/live

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

Joining Joy on the show this week is Karen Knight.  Karen is a consultant and volunteer leadership expert. After years of filling various roles in the public and private sectors, Karen decided that there was something missing. She wanted to make a difference in the world. She moved into the non-profit sector and found that volunteers were her passion. 

As District Director of Toastmasters International, Karen had twenty leaders reporting directly to her, and another eighty reporting to them. All volunteers. Karen currently serves as the Vice-President of the Board of Directors for the Kamloops Therapeutic Riding Association. She’s used her 25 years of experience as a leader and mentor in the not-for-profit sector to develop a proprietary framework for turning volunteers into an enthusiastic, reliable and committed team.

Connect with Karen:

Website:
karenknight.ca

On Facebook:
karenknightconsulting

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

My guest this week is Jürgen Strauss.  Jürgen is a podcaster, speaker, podcast strategist, marketing strategist and connector of Amazing Humans.

His business, Innovabiz, partners with thought leaders to enable them to build sustainable visibility, professional credibility and a deep connection with their dream clients.

As his business name suggests, he is passionate about helping businesses achieve exceptional results through innovation and modern human-centered marketing.

His philosophy is to make marketing and podcasting human again!

Jurgen believes marketing seems to have somewhat lost its way in business, becoming less about nurturing relationships and more about chasing the elusive dollar and a bigger slice of the pie. His vision and philosophy is simple - make your marketing human again and make it about creating your client’s story, leading them on their exceptional journey with you as their guide.

As a podcast host, Jurgen has held meaningful conversations with hundreds of outstanding entrepreneurs from all around the world gaining insight into what makes them ‘tick’, what ‘lights them up’, why they do what they do and what inspiration and value they can add to the rest of the world.

Connect with Jürgen

Website:
https://innovabiz.com.au

Empathy Map:
https://www.dropbox.com/s/151n7nrtbbwax6c/Empathy%20Map%20-%20My%20Dream%20Listener.pdf?dl=0

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

This week, my guest is Rai Cornell from Cornell Content Marketing, a full-service marketing agency specializing in building powerful long-term relationships between customers and subscription brands. 

Rai shares my love for understanding human behavior. She has a background in psychology and she brings that perspective into every strategy she crafts and every piece of content she creates. Today, I ask Rai specifically about creating content when you’re lean on team. I mean, how much do you really need to do? And how do you make the most of limited resources around this. Rai provides some very practical advice that I think you’re going to find useful and perhaps a bit comforting if you tend to get overwhelmed thinking about all the content that you SHOULD be producing for your members and prospective members.

Connect with Rai

Website:
http://cornellcontentmarketing.com

SEO Deployment Checklist:
https://cornellcontentmarketing.ck.page/seo-checklist

Ultimate Content Marketing Checklist: https://www.cornellcontentmarketing.com/subcos/#checklist

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

Amanda Kaiser, a member engagement specialist, predicts associations will radically change how they help members connect, collaborate, and co-create in the virtual space. As a co-creator and host of the Virtual Networking Incubator, along with her partners at Matchbox Virtual Media and more than 150 enthusiastic participants, she had the amazing opportunity to explore what makes networking events tick as well as uncover many ways to create meaningful engagement with dynamic member communities.

You can find Amanda at Smooth the Path where she writes about the latest insights on member and attendee engagement.

Connect with Amanda:

Amanda’s member engagement blog:
http://www.smooththepath.net/

Virtual Incubator Roundup Report:
http://www.smooththepath.net/virtual-networking-incubator-roundup/

Virtual Incubator Cookbook:
https://bit.ly/VNCookbook

Sign up for the next Incubator in the series, the Sponsor Value Incubator: https://bit.ly/SVIncubator

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

Joining me on this week’s episode was Farhad Khan, CEO of Grype Digital. I invited Farhad to have this conversation with me about onboarding because his company specializes in building member portals for associations and other membership-based organizations, specifically using Drupal and CiviCRM. You might say he’s a tech engineer who is using his superpowers for good, helping his clients build more engaging experiences for their members and you know that’s a mission that is near and dear to my own heart. 

Connect with Farhad:
grype.ca

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

My guest on this week’s podcast is Nicholas Kristock from KindKatch. I really love hearing origin stories like Nick’s - one in which he was trying to solve a problem in his own nonprofit and discovered that other organizations needed exactly that solution, too. I also have a deep appreciation for organizations that care for people in a way that is so clearly rooted in their values. That is something that we can all aspire to emanate as we serve members. 

Now, because KindKatch is a tool that allows you to share personalized video at scale, this was the perfect opportunity to speak with Nick about how membership-based organizations can use videos in ways that nurture relationships and support growth goals. Hopefully, this conversation will get your creative juices flowing and I’ll be back after this chat to chime in with a few thoughts of my own on this topic.

Connect with Nicholas:
kindkatch.com

"5 Must Dos for Easy Video"
Slide Deck
Webinar Replay

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

I don’t know if you’ll be able to hear it in my voice in this week’s episode, but this interview with Marjuan Canady really did make my heart happy.  I love the work that Marjuan is doing at Canady Foundation for the Arts, an organization that she founded to connect professional artists to youth of color through arts education, community, live theater, mentorship, and professional development. In all things offered through the Foundation, Marjuan aims to positively impact these youth as they develop into adulthood. It’s truly work that matters. Marjuan herself brings an extensive resume to the leadership role that she’s playing. 

She is an award-winning Caribbean-American producer, director, writer, performer, entrepreneur, and educator. Her work spans theater, film, tv, children’s media and literature and has been seen at The John F. Kennedy Center, Sesame Street, The Smithsonian, Harlem Stage, The Lincoln Center, the Atlas Performing Arts Center, and the Miami Book Fair. She is the CEO/ Author of the children's media brand, Callaloo Kids in which she penned four children’s books while adapting these stories on to international stages and into digital media. Her resume and list of accomplishments simply goes on and on and on… but her legacy will surely be in the impact that she’s having in the lives of these kids and there’s nothing, to me, more admirable than that.

I invited Marjuan here to talk about building relationships with sponsorships, something that she has ample experience doing. It’s a CAREpoint that every organization needs to thoughtfully consider, so as you listen to this interview with Marjuan, I encourage you to be thinking about the sponsors that YOUR organization could potentially reach out to and how you might create win-win connections between them and the members you serve.

Connect with Marjuan:
https://www.canadyfoundationarts.org/

Download Free ABC's of Cultural Literacy Guide: https://www.canadyfoundationarts.org/subscribe-abcs-cultural-literacy

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

This week’s episode is the perfect follow-up to last week’s in which we talked about member feedback. There are similar themes running through this conversation with Stacy Sherman. Stacy is the Founder of Doing Customer Experience Right. She is an award winning speaker, author, and podcaster who takes pride in helping brands differentiate in ways that extend beyond price. Stacy says that, as a consumer, she has seen too many companies miss opportunities to delight customers and meet their needs, so she’s on a mission to change that, inspiring better experiences so that real human connections, happiness and loyalty can exist… and isn’t that kind of what we all want to see happen in our organizations?


Connect with Stacy:
https://doingcxright.com/

Sign up for Stacy's eNewsletter to get free tips about Doing Customer Experience Right and learn about Stacy Sherman's mentoring program.

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.

Everyone loves hearing positive feedback when it comes to the efforts and processes within your organization. But what happens when that feedback ISN'T so positive?
Today's podcast guest is Barbara Khozam, an internationally recognized speaker and trainer. Barbara is the founder of Barbara Khozam Speaking and Consulting, and has delivered over 1700 presentations on Customer Service, Patient Experience, Leadership, and Communication. Barbara and her team help businesses create cultures of service in which employees become customer advocates. We're fortunate to hear from Barbara today about how to address dissatisfied or difficult members and turn them into loyal and happy benefactors of our organizations!


Connect with Barbara:
www.BarbaraKhozam.com

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ABOUT YOUR HOST

Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.